Product Support Specialist
Description
About us:
Zone & Co’s mission is to make life easier for finance teams by accelerating the development of groundbreaking cloud software built on the Oracle NetSuite platform, the number one cloud ERP/Financials system supporting over 28,000 businesses globally. Derek Zanga (CEO) and Errol Fagone (CTO) founded the company in 2013 when they saw the untapped potential of NetSuite to handle advanced financial operations at scale. Zone’s NetSuite software applications—Zone Apps—automate and consolidate critical financial data and workflows across business entities, from order to cash and accounts payable to payments processing. In 2020, Zone & Co became an Insight Partner and has since acquired Fast Four and Satori Reporting, two innovative SDN partners. For more information on Zone & Co and all its products, visit zoneandco.com or follow us on LinkedIn: linkedin.com/company/zoneandco.
About the role:
You are the backbone in the support of our applications running on Netsuite.
You answer day-to-day questions from customers. When you have identified a possible improvement with a customer, you feed that back to the Product Owner and development team. You could be involved in the process of testing the new versions as well. As a Product support specialist you will be responsible for dealing with our customers queries received by email or phone, although 95% of the time the queries are received online via our website. You will make sure to understand a question, respond in a timely manner and find the best solution for the customer.
Of course, there will be several ways in which you will be supported with these tasks, including NetSuite trainings, knowledge bases and your colleagues.
Main activities:
- Provide support and Q&A to end-users
- Dealing directly with customers’ requests, such as small customizations, reporting, training sessions
- Escalating to the NetSuite support team in case of system bugs and problems that cannot be solved by the team
- Assigning tasks to our technical team for queries that require a further development
- Configuring the application for customers.
Requirements
- You are satisfied when the customer is satisfied
- You are the type of person that will dig into a software problem and find a solution
- You’re comfortable reading a script log, reviewing error messages or checking a saved search formula
- You have some affinity with finance, as our software solutions are focused on automating financial processes
- You have a positive attitude. You patiently listen to our customers and address their needs
- You always find ways to make your life easier. By improving the way you do things or automating repetitive tasks
- Proficient in speaking, reading, and writing in English
- NetSuite experience is required
Nice to have:
- Power BI or Azure Experience
- Azure SQL/TSQL Experience
- NetSuite Experience
- PowerShell scripting
Benefits
Benefits at Zone are all about helping you lead a fulfilling life outside of work. We know work is only one part of your life, so we do everything we can to support it.
We strongly encourage candidates of all different backgrounds and identities to apply. This is an opportunity for us to bring in a different perspective and we’re eager to further diversify our company. Zone & Co is committed to building an equitable, inclusive, and supportive place for you to do some of the greatest work of your career.
Zone and Co is an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws.